Provide intermediate level HVAC technical support to sales representatives, customers and service groups
Manages large amounts of incoming calls and emails
Promptly and accurately enters all incoming requests within Salesforce CRM
Maintains communication records, necessary paperwork within Salesforce
Reflect correct customer and case details with up-to-date information
Build sustainable relationships and trust with customer accounts through open and interactive communication
Identify and assess customers' needs to achieve satisfaction and takes the extra mile to engage customers
Communicates problem areas to the appropriate parties as the need arises to ensure that problems or possible problems are surfaced, and corrective action taken in a timely manner
Provides information to customers on an on-going basis to answer questions or provide information with respect to their case status
Provide weekly and daily updates and reports of cases status and group metrics
Provides authorizations for parts warranty request upon identifying quality related opportunities
Conducts training sessions in a formal classroom or on the job site on product application, operation and maintenance
Consults and collaborates with Engineering and Manufacturing on quality and product design improvements
May provide coaching, and/or mentoring to a subordinate group or staff member
Write service literature, including flow charts and create micro videos
Works closely with Manager on metrics, service opportunities, and manuals
Requirements
Associates degree or higher - preferably in HVAC or mechanical engineering-related discipline
5+ Years of commercial HVAC experience
Knowledge of commercial HVAC and refrigeration systems
Proficiency in the MS Office Suite (Outlook, Word, PowerPoint and Excel)
Outstanding relationship management and interpersonal skills
SalesForce CRM experience
Bachelor's Degree
Daikin Applied offers the following benefits for this position, subject to applicable eligibility requirements:
Multiple medical insurance plan options + dental and vision insurance
401K retirement plan with employer match
Paid time off and company paid holidays
Paid sick time in accordance with the federal, state and local law
Tuition Reimbursement after 6 months of continuous service
#LI-AK1
If you're looking for an engaging career with growth opportunities in a supportive environment, you'll love a career at Daikin Applied!
Benefits
Medical/Dental/Vision coverage, PTO, 401K match, support for community involvement and much moreThe ability to make an impact and shape your career with a company that is passionate about growthThe support of an organization that believes it is vital to include and engage diverse people, perspectives, and ideas to achieve our bestDental insuranceVision insurance401(k)Paid time offRemote work options
Additional Information
Join the world's largest HVAC company, named by Forbes as one of America's Best-In-State Employers 2025!
Daikin Applied is hiring a commercial HVAC Technical Support Analyst II! The Tech Support Analyst provides prompt, accurate technical advice to sales representatives, DAA customers and service groups regarding the application, operation and maintenance of HVAC equipment. He/She generates and manages casework through SalesForce.com CRM. In addition, the Tech Support Analyst promotes the collection, fabrication and retention of technical resources. In this fast-paced role, he or she will encourage exceptional product quality in design, manufacturing, application and service. Come be a part of an exciting journey at Daikin Applied, where innovation and excellence drive our every endeavor!
Location: Remote - Plymouth, MN
Daikinapplied · Plymouth, MN 55441